New research reveals that up to 60 per cent of online shoppers want a better internet experience, and cheaper delivery and returns if they are to increase their online purchases into new product categories. More than 40% of consumer have never purchased jewellery, hardware or appliances online.

 

The findings come from a survey of an independent, nationally representative panel of 1021 Australians – who shopped at least three times in the last six months – commissioned by leading parcel delivery service CouriersPlease (CP).

 

For 60 per cent of survey respondents, shipping and returns need to be cheaper if they are to purchase from product categories they have not purchased before. Over half (56 per cent) said products must be shown more clearly and realistically on the store’s website, while 53 per cent want easier returns.

 

Shoppers seem to be happy with existing payment processes, with just 17 per cent wanting to see improvements in this service. A quarter of respondents (25 per cent) want better online security upgrades.

 

It seems dispatch and delivery of goods have improved, with just 67 per cent of respondents happy with the flexible delivery options that are available to them.

 

If the above improvements are made, two thirds (69 per cent) of Aussies would buy items they have never purchased online before.

 

What products are consumer buying online the least?

The majority of Aussies (90 per cent) have purchased books, DVDs and stationery online, 83 per cent have purchased technology online, and 77 per cent health and beauty products. Meanwhile, 67 per cent of people have never purchased pets and animal products online. Forty-two (42) per cent have not purchased tools, hardware, motor parts, whitegoods or appliances. Forty-one (41) per cent have never purchased jewellery.

 

CP’s Head of Commercial and Transformation, Jessica Ip, says: “The findings reveal that consumers are more comfortable purchasing products they can inspect beforehand. As such, retailers will need to continue improving the online store, delivery and returns experience to enable consumers to be confident in their product choice before purchase. We’re pleased at CP that consumers are fairly happy with the flexible delivery options available to them. Even so, we are looking for new ways to continue improving the last-mile experience for them.”

 

Improvements retailers would need to make for consumers to buy from new categories online	Proportion of shoppers who want this improvement
Shipping and returns need to be cheaper	60%
Products needs to be shown more clearly and realistically on the retailer website	56%
Returns need to be easier	53%
Better sizing guides	43%
There needs to be a greater choice online	37%
More flexible delivery options are needed	33%
Online security needs to be improved	25%
Payment processes need to improve	17%

 

Product categories that Aussies have never purchased from online	Percentage of respondents
Pets & Animals	67%
Tools, Hardware & Motor Parts	42%
White goods & Appliances	42%
Jewellery	41%
Homewares & Furniture	34%
Flowers & Hampers	33%
Food & Alcohol	31%
Sports & Hobbies	28%
Fashion	25%
Health & Beauty	23%
Toys	23%
Technology items	17%
Books & DVDs & Stationery	10%
I have purchased all of the above online	5%

 

CouriersPlease (CP) is a leading courier and freight service that delivered nearly 18 million parcels in 2017 alone. CP offers a network of POPStation (Pick/Post your Own Parcel) parcel lockers comprising more than 3500 lockers in 45 locations and more than 1000 POPShop retail outlets to enable consumers and businesses to pick up or post their parcels more securely and out of hours. Owned by Singapore Post (SingPost), a leader in eCommerce logistics in the Asia Pacific and USA, CP’s international and domestic air services connect customers to over 220 countries.

Visit couriersplease.com.au.